退款政策

1.1 Deposits and Payment

To secure an appointment, a deposit or full payment is required at the time of booking. Deposits are 40% of the total service price, depending on the service selected, and are non-refundable once paid except as set out in Section 1.6 below. The deposit is credited toward your final balance on the day of the appointment.

If only a deposit was paid, the remaining balance is due in full immediately after the service is completed. Failure to pay the remaining balance after receiving a service is a breach of this agreement — see our Terms of Service for what happens next.

All payments are non-transferable to another person or booking. Except as set out in Section 1.6, no refunds are given for change of mind, dissatisfaction with a completed service, or cancellations/no-shows outside the terms below.

1.2 Rescheduling & Cancellations

  • You may reschedule your appointment once, with at least 48 hours' notice.
  • Less than 48 hours' notice forfeits your deposit or payment.
  • Rescheduled appointments must be used within 30 days of the original date, subject to availability.
  • If you can't give 48 hours' notice due to a verified emergency (medical reason, accident), send proof within 24 hours and we'll consider a one-time exception.
  • If we are unable to offer a rescheduled slot within the above window due to scheduling constraints on our end, we will offer you the next mutually available appointment rather than keeping your payment for a service you never received.

1.3 Late Arrival & No-Shows

Arriving more than 15 minutes late may result in your appointment being shortened or cancelled at the artist's discretion, with your payment retained per Section 1.2. A no-show without prior notice forfeits any payment made, and a new booking with full payment is required to rebook.

1.4 Lash Extension Retention & Touch-Ups

If you experience 40% or more fallout within 7 days of your appointment, you may qualify for a complimentary 30-60 minute touch-up. Report this within 48 hours and book the touch-up at the next available slot. After 7 days, we're no longer responsible for retention or lash loss, and further touch-ups are charged at standard rates.

1.5 Retail Product Returns & Exchanges

For physical products purchased from us (for personal or professional/artist use): unopened, unused items in their original packaging may be returned within 30 days of delivery, for your choice of an exchange or store credit (no cash refund for change-of-mind returns). Opened cosmetic/beauty products cannot be returned for hygiene reasons unless faulty. Faulty or damaged items are eligible for a replacement or a refund within 30 days of delivery, with photo proof of the fault or damage. This is separate from the service booking terms above and from our Shipping Policy (Section 4).

1.6 Your Consumer Rights

Nothing in this policy limits any refund, repair, replacement, or other remedy you're entitled to under the Consumer Protection Act 1999 or other mandatory Malaysian consumer protection law — for example, where we cancel your booking, or a service or product is not provided/supplied as described.

Subscription and bundle clients: see our separate Purchase Options Cancellation Policy below.